Training Courses

Conflict Management / Assertive Communication Skills

2 Days

People in either management or non-management positions who want to improve their communication, deal with conflict appropriately to obtain win-win solutions, and improve confidence in interpersonal interactions.


1. Understanding Conflict at Work

  • Understanding Conflict
  • Confronting Fears about Conflict
  • Understanding the Different Behaviour Styles in Conflict

2. Self-Development

  • Understanding Paradigms
  • Analysing Childhood Messages and Other Paradigms
  • Building Positive Self-Esteem

3. Understanding Assertiveness

  • The Differences betw. Assertion, Aggression, Non-assertion & Passive-aggression
  • Understanding Difficult People
  • Encouraging other people to be more Assertive
  • The Basic Rights of Assertiveness
  • Exercises in Assertive Communication

4. Listening and Questioning Skills

  • Understanding the Importance of Listening
  • Listening Traps
  • How to Reduce Conflict by Listening Actively and Reflectively
  • Listening Skills Evaluation

5. Handling Conflict Constructively

  • Necessary Beliefs for Handling Conflict
  • Identifying the Source of Conflict
  • Approaches to Handling Conflict
  • Balancing Relationships and Issues
  • Route Map for dealing with Confrontations
  • Negotiation Tactics and Techniques
  • Handling Criticism
  • Examining your own Habits, Pitfalls and Weaknesses
  • Situational Conflict Resolution

6. Communicating Assertively

  • Non-verbal Communication
  • Verbal Skills
  • How to avoid e-mail-related conflict or misunderstandings
  • Presenting Ideas Confidently
  • Tips for Building Co-operative Relationships
  • Questioning and Persuasion Techniques
  • Role Plays and Skills Practice

Optional Modules:

  • Dealing with Change and Stress
  • Running Efficient Meetings
  • Enhancing Team Dynamics
Are you interested?

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